Contact Center Management

Technology continues to change the way companies do business and how they interact with their customers. With information accessible easily through mobile devices, customers’ expectations of products and services are changing. With this in mind, multi-channel customer engagement centers must continue to embrace new ways to connect with their customers beyond the telephone or mail.

This section provides you with best practices for managing your call centers, training your staff and more.
Major topics in this section include:

Workforce Planning/Management

Vendor Relationships

Agent Retention and Training

Channel Management and Crisis Management

Featured Resources

Webinar: Social Media and the Contact Center

How do you thrive in social media and harness its power to create a great customer experience? What are the common social media mistakes you can avoid? Learn the basics of the different social media tactics as well as why it is important to be prepared to support them with intuitive, innovative strategies.